Genesys Cloud Architect

This role is for one of the Weekday's clients

highly experienced Genesys Cloud Architect

Requirements

Key Responsibilities

• Design and architect Genesys Cloud solutions aligned with business requirements and technical objectives.
• Collaborate with stakeholders—including business analysts, developers, and infrastructure teams—to deliver robust and scalable designs.
• Lead the implementation and configuration of Genesys Cloud solutions following industry best practices.
• Oversee integration with other platforms such as CRMs, SaaS applications, contact center tools, and databases.
• Define and document technical specifications, system configurations, and workflows.
• Provide technical guidance and support to development and implementation teams.
• Troubleshoot and resolve complex technical issues related to Genesys Cloud deployments.
• Stay current with the latest Genesys Cloud features, capabilities, and best practices, recommending solutions to improve efficiency and customer experience.
• Conduct performance assessments, capacity planning, and security reviews for Genesys Cloud environments.
  

Desired Skills & Experience

• Strong hands-on experience with Genesys Cloud architecture, implementation, and administration.
• Deep understanding of Customer Service operations, including assessment and benchmarking.
• Exposure to Generative AI / LLMs for enhancing contact center capabilities.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.
• Expertise with Voice and Non-Voice applications using Genesys tools such as Architect, Composer, Designer, and other framework components.
• Proven ability to assess customer needs, deliver business value, and recommend technical solutions.
• Knowledge of on-premises, cloud, hybrid environments, and cloud pricing strategies.
• Experience in Genesys CX migration or implementation from other contact center technologies.
• Hands-on experience embedding Genesys dialers into SaaS applications like Salesforce, Zendesk, ServiceNow, or custom apps.
• Implementation experience with Virtual Agents (Amazon Lex, Google CCAI, Agent Assist, knowledge base, caller intent identification).
• Skilled in integrating Genesys with AWS Lambda or using Genesys Data Actions to retrieve data from databases or APIs